Job Description

Job Details:
Salary range: 33,291 - 36,345 per annum. Salary negotiable depending upon experience.
Work location: 137 Lupus Street, SW1V 3HE
Hours per week: 36
Contract type: Permanent
Closing date: 11 July 2025
About Us:
THE EXTRAORDINARY STORY OF KATE'S PASSION FOR NUMBERS AND PEOPLE
Housing in Westminster City Council is a world of extraordinary stories. Where dedicated and compassionate professionals bring everything to their work.
Take Kate, an absolute wizard at managing housing asset data for our annual 50m capital programme. Kate's an inspiration to her team. Now a senior manager, she first joined as a college leaver in finance. Through Westminster's encouragement, as well as her own hard work and determination, she's gained professional qualifications and taken on a series of increasingly stretching roles.
Today, we depend on Kate's analytical powers to keep track of the condition of over 21,000 of our tenanted and leasehold homes - from roofs and windows to kitchens and bathrooms.
Kate's committed to achieving the Decent Homes Standard for all our tenants and a high standard for all our leaseholders. Her passion is numbers but, because she grew up in social housing, she also understands the human stories behind the data.
More than that she understands the disruption renewal work entails. So when an elderly resident's family mentioned that their mother needed not just a new kitchen, but adaptations to her bathroom, Kate got right on to it. She co-ordinated with colleagues to assess the resident's disability needs.
Kate's worked hard to ensure our routine external and internal stock condition surveys pick up on repairs and health & safety issues at the same time. And, by recognising patterns in the data that's gathered, she makes a vital contribution to forward planning for large-scale capital renewal works.
The Role:
As a Leasehold Advisor, you too can make a powerful contribution, by delivering outstanding all-round support for leaseholders across Westminster. This challenging and stimulating role spans four teams within leasehold operations: Billing, Income Recovery, Leasehold Services, and Customer Contact.
You will manage service charge and major works billing, which includes calculating estimated and actual charges, issuing Section 20 Notices to lessees and tenants' associations, and preparing documentation that aligns liabilities with lease types and statutory limitations. Ensuring compliance with legal, contractual, and policy requirements, you'll maintain a clear audit trail. Plus, monitoring major works contract costs, preparing Section 20B Notices to secure future cost recovery, and reconciling project expenses using the Council's financial systems. In support of income recovery, you'll collect charges, resolve disputes, and draft tailored correspondence. Additionally, you'll liaise with consultants and contractors to address billing queries and ensure accurate recharges.
As a Leaseholder Advisor, you'll deal with complex queries from residents and Westminster City Council staff. Whether over email, written correspondence, telephone or at resident meetings, you will be sure to provide the highest standards of customer care. You will assist in the provision of estate-based surgeries to advise individual lessees about service charge and major works account issues. When required, you will represent the Lessee Operations.
You will manage financial transactions and account activity to support both leaseholders and Westminster City Council. This includes transferring balances, refunding credits, processing invoices, and maintaining accurate property records. You'll ensure timely provision of information for property sales and accurate reconciliation of completion statements. Additionally, you will advise lessees on payment options for high-value major works bills and provide debt support, liaising with agencies such as the Citizens Advice Bureau and the Benefits Agency.
You will be joining a well-established but evolving team. We value passion, ambition and efforts towards high performance, and offer plentiful development opportunities. Our residents are the heart of decision-making and all work. When dealing with such high-stake costs, it is imperative to be transparent and accurate with our calculations. In working with us, you can be part of building a more inclusive city that welcomes and celebrates our diverse community.
Please refer to the for more information.
About You:
The ideal candidate will have experience working within a team, in both an accounting and service-based environment. We would like for you to have knowledge of best practice relating to leasehold consultation and management, billing services, and landlord and tenant legislation, but this is not essential.
To succeed, you'll need excellent numerical skills. Complemented by an advanced understanding of Excel. Plus, you're confident using Word and Office 365.
To deal with our leaseholders, you will need good communication and customer service skills, with competent written and spoken English.
You are a quick-learner and able to carry out accurate work at a fast pace. No specific qualifications are necessary to apply.
Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.
What We Offer:
Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council's strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city's future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.
At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit
As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.
The Council is a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.